Customer Experience Manager
1 week ago
Our residents (customers) are at the heart of our company and ensuring a complete and seamless experience for them throughout their journey with our brand is critical to our business success.
Reporting directly to the VP, Marketing, this role has high visibility within the company and significant cross-functional responsibilities. We're looking for a Maternity Leave Replacement to take on this role for a 12 month mandate.Manage Call Centre Team
- Oversee day to day operations
- Manage & support team of 1012 employees
- Report on Key Performance metrics
- Establish action plan for performance improvement, team efficiency & employee growth
- Hold weekly one/one with Team lead and biweekly team meetings
- Complete quarterly performance evaluations
- Oversee recruitment and training of new employees
- Revamp training materials as needed
- Maintain and build upon existing customer experience framework
- Improve upon and initiate new CX touchpoint and transactional surveys
- Hold regular CX steering meeting with senior leaders in the organization
- Conduct customer journey mapping sessions to evaluate key customer journeys and prioritize CX improvements
- Report regularly on CX metrics, trends and themes including NPS, CSAT and others
- Manage and meet regularly with Customer Relations Manager (direct report)
- Continue to deliver on Lifecycle Marketing roadmap
- Outline new opportunities for lifecycle initiatives that bring value to the organization and to our residents
- Report regularly on lifecycle KPI's
- Manage and meet regularly with Lifecycle management specialist (direct report)
Required Skills:
- 5+ years in similar role
- Bilingual (French and English) written and verbal
- Strong analytical skills
- Outstanding written and verbal and presentation skills
- Strong interpersonal skills and coaching ability.
- Strong familiarity with enterprise CRM software (Salesforce, Microsoft Dynamics, Adobe, etc.) and marketing automation tools
- Experience working with IVR
InterRent REIT (TSX:
IIP.UN), along with CLV Group, have redefined what a property management and multi-family real estate company can be.
Backed by 50 years of experience in the industry, we have become market leaders in real estate, property management, acquisitions and new development in our core markets which include the Greater Toronto and Hamilton Area, Ottawa, Montréal and Vancouver.
Why Us?We love our business - and we're good at it. It doesn't take long to learn why we're different. From regular team events to philanthropic initiatives, we are proud investors in our community and in our teams. It's why we love what we do and who we do it with. Learn what it's like to be excited to go to work every day
Perks and Rewards for You
We offer a comprehensive benefit package that includes a competitive salary, paid vacation, paid sick days and an employer paid health plan with family coverage.
We have leaders who coach and support your professional development, offer opportunities for career progression, and encourage learning. Our recognition program highlights team as well as individual achievements. Through team and individual contests, charity, social and corporate events our work life offers something for everyone-
Experience Leader
1 week ago
Montreal, Quebec, Canada GrowPro Experience Full timeAbout usWe are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad.Your functions Welcoming students in local coworking (includes airport pick up service) Negotiation with local partners (related to events and destination activities) Identifying...
-
Experience Leader
1 week ago
Montreal, Quebec, Canada GrowPro Experience Full timeAbout usWe are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad.Your functions Welcoming students in local coworking (includes airport pick up service) Negotiation with local partners (related to events and destination activities) Identifying...
-
Customer Experience Manager
1 week ago
Montreal, Quebec, Canada Fujitsu Limited Full timeThe Customer Experience Manager will lead a front-line team whose focus is about providing a friendly, knowledgeable, personalized and efficient IT experience for the Client's employees. The Customer Experience Manager will work closely with the Service Delivery Manager and will ensure that all Service Desk Services, Delivery commitments and Deliverables...
-
Customer Experience Manager
1 week ago
Montreal, Quebec, Canada Scotiabank Full timeAs a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals. Our Customer Experience Associates are people-centric and connect with customers in a relatable way.As an essential member of the Canadian Banking...
-
Customer Experience Manager
1 week ago
Montreal, Quebec, Canada Tesla Full timeWhat to ExpectThe role of the Virtual Store is to educate, inspire and skillfully guide Tesla's potential customers through the vehicle and configuration and sales process in a digital manner. The Virtual Store team focuses on product knowledge, financing options, trade-ins, delivery and providing customers with a memorable customer experience. The Virtual...
-
Customer Experience Program Manager
1 week ago
Montreal, Quebec, Canada Coveo Solutions inc. Full timeThe guardian to our customer experience Are you someone who believes that a positive experience can make a huge difference in people's appreciation of specific companies, services or products? As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department? Can you remember the best...
-
dtc customer experience manager
1 week ago
Montreal, Quebec, Canada Samuelsohn Ltd. Full timeThe Role:At Samuelsohn, you'll become part of a small, dynamic team, with the chance to grow professionally and make a notable impact in a company that has been leading the way in men's fashion for nearly a century. We're looking for a DTC (Direct To Consumer) Customer Experience Manager with a strong foundation in retail customer service to join our...
-
Customer Experience Program Manager
1 week ago
Montreal, Quebec, Canada Coveo Full timeThe guardian to our customer experience Are you someone who believes that a positive experience can make a huge difference in people's appreciation of specific companies, services or products? As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department? Can you remember the best...
-
dtc customer experience manager
1 week ago
Montreal, Quebec, Canada Samuelsohn Ltd. Full timeThe Role: At Samuelsohn, you'll become part of a small, dynamic team, with the chance to grow professionally and make a notable impact in a company that has been leading the way in men's fashion for nearly a century. We're looking for a DTC (Direct To Consumer) Customer Experience Manager with a st
-
Customer Experience Specialist
1 week ago
Montreal, Quebec, Canada Challenger Motor Freight Inc Full timeProfile Fastfrate is comprised of 6 companies operating out of 40 terminals and final mile hubs across Canada and into the USA. We succeed in offering customers a full suite of asset-based transportation services including over-the-road, cross border and intermodal LTL and TL, drayage and transload, warehousing, distribution, final mile, and logistics...
-
Customer Experience Specialist
1 week ago
Montreal, Quebec, Canada Challenger Motor Freight Inc. Full timeProfile Fastfrate is comprised of 6 companies operating out of 40 terminals and final mile hubs across Canada and into the USA. We succeed in offering customers a full suite of asset-based transportation services including over-the-road, cross border and intermodal LTL and TL, drayage and transload, warehousing, distribution, final mile, and logistics...
-
Ambassador, Customer Experience
1 week ago
Montreal, Quebec, Canada Banque Laurentienne Full timeMontreal- Customer serviceFull Time February 2024Laurentian Bank. Seeing beyond numbersBuilding a better and different financial institutionFinancial BenefitsWorking EnvironmentCommuting and TravellingFood and DrinksNice to haveFinancial BenefitsPension planGroup InsuranceStock purchase programMortgage, Line of Credit, Personal Loan, low interest...
-
Customer Experience Associate
1 week ago
Montreal, Quebec, Canada Kitco Metals Inc. Full timeRESPONSIBILITIES:The responsibilities of this position include, but are not limited to the following:Deal directly with customers over the phone or through written correspondence Adhering to service levels and schedules Provide consistent, prompt, and professional customer service throughout all channels of communication Optimize sales from inbound/outbound...
-
Customer Experience Specialist
1 week ago
Montreal, Quebec, Canada ALKHEMIST Full timeOverviewAs a Customer Experience Specialist (CES) at ALKHEMIST House, you will play a crucial role in delivering on our brand promise to provide an extraordinary experience to each and every client.Your responsibilities will cover all aspects of the customer experience except for actual treatments and products. You will be the first point of contact for...
-
Customer Experience Associate
3 weeks ago
Montreal, Quebec, Canada Scotiabank Full timeCustomer Experience Associate - Le Village, Montreal, QC (22.5 hours)Requisition ID: 199123Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.About the roleAs a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and...
-
Customer Experience Associate
1 month ago
Montreal, Quebec, Canada Scotiabank Full timeCustomer Experience Associate - Le Village, Montreal, QC (22.5 hours)Requisition ID: 199123Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.About the roleAs a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and...
-
Customer Experience Associate
1 week ago
Montreal, Quebec, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Customer Experience Associate - Parc & Fairmount, Montreal, QC hours) Requisition ID: 199844Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. About the role As a Customer Experience Associate, you are the...
-
Customer Experience Associate
1 week ago
Montreal, Quebec, Canada Scotiabank Full timeRequisition ID: 201332Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. About the role As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals. Our...
-
Customer Experience Associate
1 week ago
Montreal, Quebec, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Customer Experience Associate - Griffintown, Montreal, QC (30 hours) Requisition ID: 198709 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. About the role Our Senior Customer Experience Associates are...
-
Customer Experience Associate
1 week ago
Montreal, Quebec, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Customer Experience Associate - St Jacques, Montreal, QC (15 hours) Requisition ID: 201321 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. About the role As a Customer Experience Associate, you are the...
